The BreastScreen NSW service within Northern Sydney Central Coast Health maintains an ongoing consumer service program that monitors the experiences of clients who attend for screening and assessment.

The purpose of this program is to continually improve the service provided to our clients as, if this population based breast cancer screening program is to be a success, it is essential that women are willing to continue to attend screening on a regular basis for many years.

The Service recognises that women are most likely to attend, and to encourage their friends and family to attend, if their access to and attendance at screening is a positive health experience.

• Client Feed Back forms and response to clients when requested by them
• Rescreen Invitation and Reminders sent to clients due for screening
• Reminder phone calls to those who have not responded to screening reminders
• Site Maps sent with appointment confirmation letters
• Access to free Interpreter services
• Community/Language specific group appointment made available
• Breast cancer screening information developed by the Cancer Institute (CI)
• Counsellors in attendance for all screening and assessment clinics
• Client support volunteers in attendance at assessment clinics
• Female only seating areas are available
• Free tea, coffee, cookies in waiting areas
• TV and magazines in waiting areas
• Clients escorted into clinical areas by reception staff
• Female only Radiographer staff
• Continuously promoting and creating awareness of the program amongst community groups, GPs and local media
• Extended hours on week days and Saturday clinics to accommodate working women
• Group bookings for organisations and other community groups
• Mobile screening services are available at different locations including shopping malls
• Screening services available at multiple (7 fixed and 8 mobile) sites

One of the key principles of the National Accreditation Standards of BreastScreen Australia is that services are acceptable and appropriate to the needs of the eligible population.  We do this by exploring the views of women themselves.

We encourage women to provide confidential comment on the acceptability and appropriateness of care at each step in the screening pathway.  Such comment is obtained on a daily basis using Client Feedback Forms. 

Comments made by clients to staff are recorded and responded to in a timely way by a counsellor or relevant manager or clinician.   The service uses the Dept. Health IIMS reporting system to notify and manage all complaints and incidents.

Consumers are able to provide feedback through the BreastScreen Australia web site .

Proactive strategies to meet client needs include:

• Informed participation – cancer risks, the screening procedure, the likely benefits and possible costs, written consent
• Equity of services for all eligible women – targeting of hard to reach groups, use of interpreter services, staff multicultural and consumer service training, multi-lingual information, disabled access
• Timely provision of screening and assessment
• Appropriate provision of results – results within 14 days, support persons, GP involvement
• Counselling and support – counsellors available throughout the screening process, linking with GPs

• Continued increase in annual screening numbers (5%).
• High client retention rate (90%).
• Participation rate close to 60% of all eligible women.
• Compliments outnumber complaints by more than 20:1.
• All complaints followed up and changes made to service delivery as appropriate.

• Access to care
• Respect for patient values, preferences, and expressed needs
• Information and education
• Physical comfort
• Emotional support and alleviation of fear and anxiety
• Involvement of family and friends

Measures that this solution addresses

• Waited too long for an appointment
• Given information regarding patient’s rights and responsibilities
• Received appropriate counselling / treatment for language, race, religion, ethnic background or culture
• Treated with respect / dignity during stay
• Doctors, nurses and other health care professionals answered questions understandably
• Staff did everything possible to promote comfort
• Family or friends had enough opportunity to be involved in care and treatment

Director BreastScreen NSW
Northern Sydney Central Coast Area Health Service
Phone: 02 9926 7153